Skip to main content
When a customer taps a star on your review page, what happens next depends on the funnel mode you choose in Reputation → Settings. Every mode is built to grow your public reviews — they differ only in how a low rating (1–3★) is handled.

​
Funnel modes

Every customer — whatever they tapped — is taken straight to your Google review page. Nobody is filtered out. This is the default and the Google-policy-safe choice. Google’s review policies prohibit “review gating” (steering only happy customers toward public reviews), so sending everyone to Google keeps you on the right side of the rules.

​
Feedback first

Happy customers (4–5★) go straight to Google. Unhappy customers (1–3★) first see a private feedback form — they tell you what went wrong — and are then still offered the public review link. You get an early heads-up on bad experiences and stay compliant, because the public path is never withheld. Their feedback also lands:
  • In your inbox as a conversation
  • On the contact’s interactions timeline
  • As a notification to your owners and admins
You see it within seconds, so you can call, email, or fix the problem before it festers.

​
Filter low ratings

Happy customers go to Google; unhappy customers (1–3★) see the private feedback form only — they are not offered the public link.
This is review gating, and it violates Google’s review policies. Google can remove the affected reviews or suspend your Business Profile. The setting exists for completeness, but we don’t recommend it — use All → public review or Feedback first instead.

​
Is this compliant?

All → public and Feedback first are compliant: every customer can reach your public review page. Filter low ratings is the gating mode — it withholds the public path from unhappy customers, which Google prohibits. Whatever mode you choose, the rule that matters is: acknowledge negative feedback. When you collect private feedback, respond within 24 hours — that’s how you turn an unhappy customer back to neutral or positive.

​
Setting your Google review URL

The redirect target is your Google review URL, set in Reputation → Settings → Google review link. It’s the same field as Settings → Business and what the onboarding wizard collects — set it in any one place and it applies everywhere. Get the URL by:
  1. Going to your Google Business Profile.
  2. Clicking Get more reviews.
  3. Copying the link (usually https://g.page/r/<long-id>/review).
If you connect your Google Business Profile, that link is used automatically and this manual field is the fallback. For non-Google destinations (e.g., Yelp, Trustpilot), see Google Business Profile setup — we currently support Google as the primary destination; multi-platform is on the roadmap.

​
What if they don’t tap a star?

The page shows the five stars and a short prompt. If they leave without tapping, nothing happens — no negative impact, just no feedback collected. They can return later via the same link (links don’t expire).

​
Privacy in private feedback

When a customer submits 1–3★ feedback (in Feedback first or Filter low ratings), we record their star rating, text feedback, IP address, user-agent, and timestamp — for fraud prevention (same-IP spam) and audit. It’s visible only to you (org owners and admins) and never shared externally. If a customer asks for deletion, deleting the contact removes their feedback with it.

​
Replying to reviews

Collecting private feedback is separate from replying to the public reviews you receive on Google. To draft and post replies from ServiceBooked, connect your Google Business Profile.

​
Next

Connect Google Business Profile

How to get your Google review URL and enable review replies.